Digital versus Relationship

WE DISCUSS IN THIS EPISODE

• Is Digital the Broker’s Achilles Heel?
• Digital banks are coming to the market in droves. It doesn’t matter where the consumer has their lending or loans, digital banks can make it easier for them. But where does that leave a mortgage broker and the relationships brokers strive to create?
• Digital is really a two-part concern: There are the ‘competitors’ the digital lenders that will let a consumer bypass a broker, then there are the digital tools and systems that can help you run your business more effectively.
• Digital can provide speed and low cost. The one thing that digital can’t replicate is the hand holder, a face-to-face relationship that we humans love, especially in the time of a major financial decision.
• As a broker, you will need to truly understand a client’s goals and objectives. A system or an app won’t be able to do this. How can you enforce this relationship with such trust that the client comes to you and talks to you first?
• If you’re not seeing your client as a “client for life” relationship then you need to reassess how you are viewing your clients.
• The key is to plan how can you incorporate digital INTO your offer and leverage the digital tools available to serve more clients effectively and enhance your client experience without letting go of the personal relationship aspect side of your business.

KEY QUOTES

“Online lenders will be cheaper and faster than what we can offer, so how can we compete?”
Marissa 

“We do need to embrace digital in our client experience and incorporate it into our business. Anything that can help a client do things easier and faster.”
Marissa

“The relationship is the one thing that will allow you to make a mistake and ask for forgiveness.”
Ruan 

THANK YOU TO OUR PRESENTERS: RUAN BURGER AND MARISSA SCHULZE

Thank You To Our Hosts: Ruan Burger and Marissa Schulze

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